Manager I, Technical Support Engineering

The shape of it

In the posting’s own words

We are Datadog's in-house product experts. The technical solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers through demos, presentations, technical evaluations, and ongoing support. Technical solutions is a growing global team that collaborates constantly to share knowledge and continuously advance our technical skillset.

What the job covers

• Manage, develop, and mentor a fast-paced team of Support Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into the 1000+ integrations that Datadog works with
• Ensure successful onboarding of new Support Engineers
• Help triage Support Engineering queues and work with Product and Engineering on urgent matters
• Review and help prioritize Support Engineering escalations, and follow up with customers in Korea
• Dispatch customer requests throughout the day as part of a queue rotation schedule
• Oversee demo training and assist in demo certification
• Assist with incident response during outages/incidents, communicating with customers and providing our internal teams with info that we’re getting first-hand from those customers
• Build out documentation and knowledge base articles for a variety of technologies
• Passionate about people management and/or mentorship with minimum 3 years of experience leading a team
• Curious, self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• A tinkerer with some programming experience and a basic knowledge of Linux

Tools and skills named

Words the posting leans on

• customers7×
• support5×
• technical5×
• demo3×
• experience3×
• knowledge3×
• product3×
• assist2×
• build2×
• client2×
• ensure2×
• passionate2×
• people2×
• queue2×
• requests2×
• schedule2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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